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The pandemic disrupted many contact center trends, but not all of them. Some, like the move to cloud-based contact center technology, were hastened in the last year. Here are some of the ways call center...
Soft skills are a huge indicator of an agent's potential, even if...
There's always room for improvement! Here is a guide to conducting impactful...
Empathy is one of the biggest conversation topics in the call center...
Your call center IVR is a core piece of your operation. So...
How much does a customer interaction cost your call center? We explain...
Call center agents are highly susceptible to stress and burnout. If this...
Do you know what your customers think of your brand? We take...
Call routing has been around since the contact center's early days. Today,...
